Add a Generate Resolution Plan declarative action to the Service Operations Workspace

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Enable access to the Platform Generate resolution plan agentic workflow for users in the Service Operation Workspace for active Incidents.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    The following procedure adds a Generate Resolution Plan button and agentic workflow status card to the Service Operations Workspace. This declarative action enables your users to execute the agentic workflow without having to use the Now Assist panel.

    For additional context and help, see this Community article.

    Procedimento

    1. Navigate to All > Now Experience Framework > UI Builder.
    2. Select the Experiences tab, then search for Service Operations Workspace.
    3. Open Record > SRP Record.
    4. In the Content panel, find Ribbon Container, select the Configure icon , then select Add before.

      The following steps add the collapsible section on the top of the page that includes the processing messages as the agentic workflow executes.

    5. Add the AI Agent Status Card component.
      1. In the Controller dropdown, select UXC Gen AI Controller, select the AI-Agent-Status-Card.
      2. Select Apply.

      The content pane with an AI Agent Status Card component before the Ribbon Container

    6. Bind data to the AI Agent Status Card component.
      1. In the Edit modal Configure tab next to the Table field, select the bind data icon .
      2. Select props > table, then select Apply.
      3. Next to the sys_id field, select the bind data icon .
      4. Select props > sys_id, then select Apply.

      The Edit component modal with the Table and sys_id fields with bound data

    7. Assign events to the AI Agent Status Card component.
      1. In the Events tab of the data drawer, select Add event mapping.
        If you do not see the Events tab, refresh the page.
      2. Select the Execution completed event.

        After each selection, select Continue to add a new event mapping.

      3. Select the [Record Page] Refresh Action Bar handler.
      4. Select Add.
      5. Repeat for the Execution started event, using the same handler.

      The data drawer with the events and handlers shown

    8. Select Save to save your page with the new component.
    9. Opcional: Add an icon component.

      The following steps add a sparkle icon to indicate that the form action uses agentic AI.

      1. In the Content panel, find Top Right > Form record presence, select the Configure icon , then select Add before.
      2. In the Icon dropdown, select an AI sparkle icon.
      3. In the Size dropdown, select Extra large.
      4. Select Save to save your page with the new component.

      The data drawer for the icon component

    10. Add the declarative action to the form.
      1. From your instance homepage, navigate to All > Now Experience Framework > Declarative Actions > Form Actions
      2. In the Action label field, search *generate resolution plan and open the record.
      3. Set Active to true.
      4. Save or submit the record to make your changes.

      The Action Assignment record for the Generate resolution plan declarative action with active set to true

    Resultado

    The Generate Resolution Plan button is enabled for users with the correct role in the Service Operation Workspace. When the button is selected, the AI agent execution processing messages appear in a section at the top of the record.

    SOW with Incident open and GRP button at the top

    SOW with Incident open and agentic workflow execution steps at the top

    SOW with complete agentic workflow with review button highlighted and modal displayed